Remote trouble shooting my parents b/band
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Remote trouble shooting my parents b/band
on 26-03-2021 10:55 AM - last edited on 26-03-2021 2:52 PM by Strat
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hi - my parents have an Adsl b/band service which I set up for them and which I pay for - they have been having issues with wireless coverage in their flat for sometime apparently it manifested as dropping connections to there Ipad - they had been using facetime to stay in contact during lockdown. ( previously wifi in the flat worked fine) - however now a lack of internet is apparent
Upon visiting yesterday I ran a test on internet connection through router interface ( Technicolour ) which passed all tests -UNTIL internet connection ( ie final step) where it failed.
As far as I can tell the login details are correct - I tried connecting a TPlink 9970 - but it failed to establish a DSL connection. a/c name - [Removed]
Can someone take a look at there account / stats and check to make sure they are not having authentication issues ( their router lights are not steady - and I was unable to connect using there details on a alternate router user name and pswd I used are correct as i have just logged into there account.
Thanks
Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).
Re: Remote trouble shooting my parents b/band
26-03-2021 12:46 PM - edited 26-03-2021 12:47 PM
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@moansalot Is the iPad the only connected device?
Is it permanently disconnected or just on occasion - if they are moving about a lot?
Re: Remote trouble shooting my parents b/band
26-03-2021 4:34 PM
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Hi - the ipad is more or less permantely located in Living room and connects via wi-fi - the router is located in a bedroom and is connected to the pc by ethernet - no current connection with either the plusnet router or the tplink one tried with
As the router appears to be failing to connect to the Internet the IPad is therefore not making a connection either.
Hence requesting Customer service team to check the connection status
Re: Remote trouble shooting my parents b/band
26-03-2021 4:38 PM
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OK. Unfortunately, the Help team don't visit here very often at the moment, so help is usually from other Community members.
Is the ethernet connected pc working?
Re: Remote trouble shooting my parents b/band
26-03-2021 9:48 PM
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Hi - the PC was not connecting to the internet as I mentioned the router was failing the interconnection test at the final stage
Thats why I was requesting support staff to check the connection from there end
I will be able to check again tomorrow and will try swapping the router again.
Re: Remote trouble shooting my parents b/band
27-03-2021 7:03 AM
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Sorry, @moansalot - must have missed that.
Re: Remote trouble shooting my parents b/band
27-03-2021 7:38 AM
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When you visit today, could you take a shot of the DSL connection page - details, and the Event Log please, and post them here when you have chance - they may give us a clue.
Re: Remote trouble shooting my parents b/band
27-03-2021 9:39 AM
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Thanks John - will try from my moby/hotspot
I have not yet raised a fault ticket - but that's probably my next step
Cheers
Re: Remote trouble shooting my parents b/band
27-03-2021 12:24 PM
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Hi - problem solved - I installed a spare BTHH5 at my mothers - and she is now connected to the world again and Wi-fi to her IPAD is working also
Thanks for your assistance
Re: Remote trouble shooting my parents b/band
27-03-2021 12:34 PM
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Glad to hear that, @moansalot . I'll remove the topic from my 'pending' list.😀
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